Introduction
1.Theoretical and organizational aspects of remote banking
1.1The concept of remote banking customer service
1.2Peculiarities of organizing remote banking services in Russian banks: comparative characteristics
1.3Development of the remote banking market in foreign countries
2. Features of the organization of remote banking services in JSCB "MBRD" (OJSC): advantages and disadvantages
2.1 General characteristics of the activities of JSCB "MBRD" (OJSC)
2.2Characteristics of services within the framework of remote banking customer service in JSCB "MBRD" (OJSC)
3. Ways to improve the organization of remote banking customer service in Russia
3.1Main problems and directions of development of electronic banking services on the Russian market
3.2Measures to improve the system of remote banking services in Russian commercial banks
Conclusion
Bibliography
Introduction
In the face of fierce competition and global financial crisis, a huge number of banks are paying attention to the need to increase the quality of customer service while reducing costs. It is known that the growth of performance efficiency while increasing customer satisfaction with the quality of banking services are the main factors for the success of the modern banking system.
One of the most promising areas for the development of the banking sector in modern conditions is the development of such a field of activity as remote banking. This is due to a number of reasons. Firstly, the provision of such services allows creating a completely new level of service for large corporate clients. Secondly, high-quality remote service is increasingly understood as a competitive advantage in the provision of services to individual entrepreneurs, small and medium-sized businesses. Thirdly, the rapid growth of the retail sector requires the creation of accessible and effective mechanisms for interaction between the bank and retail clients. For the client, this means maximum convenience and no time and financial costs at all stages of working with the bank: while obtaining information about services and products, filling out the necessary questionnaires and forms, receiving a banking product, as well as its use and control over it. For the bank - the growth of its performance indicators, cost reduction and a chance to significantly increase the client base without losing the quality of service. It is also worth noting that the remote banking system legal entities Almost all banks have it without exception.
The purpose of this work is to study remote banking services as one of the most promising ways for the development of the banking sector, as well as to study the level of development of this type of service using the example of JSCB MBRD (OJSC) in order to develop proposals for its improvement.
In accordance with the goal, this work is aimed at solving the following tasks:
-to study the distinctive features of the organization of remote banking both in Russia and abroad;
-understand the importance of remote banking services in the activities of JSCB "MBRD" (OJSC);
-to study the effectiveness of the bank's activities in remote banking customer service;
-determine further ways of development, formation of an appropriate strategy to improve remote banking systems.
In the course of the work, materials of internal regulations of JSCB MBRD (OJSC), information posted on the website of JSCB MBRD (OJSC), annual reports and materials of the General Meeting of Shareholders, as well as legislative acts of the Russian Federation were used.
1. Theoretical and organizational aspects of remote banking
1.1 The concept of remote banking customer service
Remote Banking Services (RBS) is a set of services for remote access to various banking operations that banks offer to their customers (both legal and individuals).
Using RBS services, customers can, for example, access their bank accounts remotely or make payments and transfers using various technical means, communication channels and using specialized software products. This form of interaction with the bank allows customers to receive up-to-date information from the bank or give the bank their commands at the right time without visiting the bank.
The term RBS is one for different technologies for providing banking services based on customer orders, which are transmitted by customers without their visit to the bank (remotely).
Remote banking services are understood as various electronic services that allow serving customers using all access channels: the Internet (on-line and off-line access), telephone (regular or mobile), PDA, payment terminals and others.
Remote banking is also called electronic banking. To describe RBS technologies, various terms are used, sometimes overlapping in meaning, for example, Internet banking, home banking, telebanking, WAP banking, PC banking, mobile bank ing, SMS-banking and others.
Remote banking service (RBS) is the provision of banking services through the use of electronic delivery channels.
An electronic channel for the delivery of remote banking services is a found technological solution created on the basis of modern means of communication, such as the Internet, mobile, fixed-line communications, various network connections, etc.
Regarding this, RBS can mean several predefined remote banking services provided to the client using different electronic delivery channels and concentrated in one single system for each of the channels. At the same time, each individual channel can duplicate and complement the others.
RBS can be grouped according to various criteria:2
1.Banking service delivery channel.
The systematization of RBS along the channel for the provision of remote services is due to the technological and functional properties of each of the channels. Through the service delivery channel, you can focus on the provision of RBS services:
through the Internet;
by telephone;
when using special self-service devices.
The use of remote banking services via the Internet is one of the most promising and rapidly developing areas. The rapid development of information technology has led to the fact that the Internet has begun to be used not only as a means for placing general information about banks and their products, but also as a network through which banks can provide customers with the opportunity to perform a huge range of information requests and active operations (payments, transfers etc.).
Telephone communication has historically been the first to be used and has been the most common channel for providing banking services. Before the emergence of modern technologies and means of communication for a large number of customers, the most simple and convenient way obtaining the necessary information or advice was a phone call to the bank. With the advent and very rapid spread of computers and mobile communication devices, tele-banking by telephone has taken on various other forms.
One of the RBS channels is self-service mechanisms: payment terminals, information kiosks, ATMs, etc. The development of this type of remote banking services requires at the initial stage significant investments in the development of the bank's infrastructure, the purchase of appropriate equipment, the formation of maintenance and collection of these devices. However, these devices are becoming more and more popular among the population, and their number and the list of possible operations provided to customers is growing all the time.
2.Type of information system used for implementation banking operations.
When applying this criterion to systematize RBS, we mean the division of remote services by the type of software and hardware used to implement remote banking operations.
The systematization of RBS according to this criterion is the most common, while the following forms of remote banking services are distinguished.
PC banking
This type of remote service uses a personal computer (PC) for this.
· Internet banking
This type of RBS is becoming more and more popular due to the development of the Internet, and it was created using the thin client technology. The client logs in through an Internet browser. The remote service management system is located on the bank's web server. All user data (payment documents, account statements, etc.) are available on the bank's website. At the same time, the site itself must be designed in accordance with the requirements of the Bank of Russia. This includes information such as:
-the full company name of the credit institution in Russian, included in the Unified State Register of Legal Entities;
-registration number assigned by the Bank of Russia and entered in the Book of State Registration of Credit Institutions;
-abbreviated company name in Russian;
-full company name and (or) abbreviated company name in the languages of peoples Russian Federation and (or) foreign languages (if there is such a name, it is indicated in accordance with the charter of the credit institution);
-main state registration number of the credit institution; date of making an entry in the Unified State Register of Legal Entities on the state registration of a credit institution, etc.
To designate this type of remote service, the names Internet Client, thin client, on-line banking, WEB-banking and others are also used.
A form of remote banking service, created under this name in the same way as Internet banking, on the “thin” client technology, but in this case, mobile devices (for example, mobile phones, PDAs, smartphones) are used for remote banking.
· Phone banking
Telephone banking technologies are based on the sound method of information transmission in the following ways:
· using telephone service providers,
· using automatic systems using a push-button telephone and computerized telephone communication,
· by sending SMS messages.
Usually, telephone banking systems have a limited set of functions when compared with other remote banking systems.
This type of RBS has names such as phone-banking, telebanking, Phone-Bank, Phone-Client, SMS-banking.
· Service when using banking devices
Remote service technologies using self-service banking devices turned out to be one of the most popular. There are several types of RBS according to the type of devices used:
· RBS using ATMs (ATM-banking) - based on software installed on bank ATMs,
· RBS using payment terminals,
· RBS using information kiosks.
3.Entities using the services.
Remote banking services are used by both legal entities and individuals.
Due to the fact that the banking services that legal entities need differ from those that individuals need, remote banking also differs depending on these categories of customers.
The expediency of providing remote services for a particular category of customers is established by the bank, some banks provide the opportunity to work remotely with the bank only to legal entities, others - only to individuals. Nevertheless, recently many banks (especially the largest ones) are actively using all types of RBS, including for different categories of clients.
As a rule, remote services for legal entities and individuals will be implemented by various software and hardware and differ from each other primarily in terms of functionality, as well as terms of provision, interface, etc.
4.The type of information provided or possible operations when using the services.
There are different requirements for remote banking functionality. As a result of the fulfillment of these requirements, the list of possible transactions provided to clients within the framework of a specific remote service, as well as the information received by the client from the bank, are completely different. Thanks to this, it is possible to distinguish RB services by the type of information provided or possible operations when using the services.
One of the very first and simple remote banking services was the provision of advice by bank employees to customers by phone. At the same time, the client was usually given only general information about the banking products he was interested in, the work schedule of the bank's departments, the features of receiving services, etc.
The development of information technology has allowed customers to receive information of a much greater volume and variety on the corporate Internet sites of banks, using automatic telephone services, banking self-service devices, etc.
The next stage in the development of remote banking services was the ability of the client to receive information prepared only for him: the provision of information on account balances and account statements, the client's current debt, etc. To obtain such information, the client is given the opportunity to send relevant requests to the bank using the necessary software and hardware, which are called passive requests.
At the same time, the provision of personal information requires the creation of client authentication procedures (most often by password, username, passphrase, etc.) in order to comply with the law on banking secrecy and non-disclosure to third parties of the information of its component.
The highest level of remote banking services in terms of possible operations when using remote services is providing the client with the opportunity to conduct active operations through remote banking channels, for example, transferring funds from their accounts, making payments, replenishing deposits, repaying loans, etc.
In order to implement each of the above types of RBS, along with various software and hardware tools and technologies, additional tools are required to reduce various risks during remote interaction between the client and the bank. And the wider the range of operations that the bank provides to the client during remote service, the higher these risks are for both the client and the bank.
5.The degree of universality or complexity of the operations provided.
Another criterion for systematizing remote banking services is the complexity of the services provided (universality). Based on this, we can distinguish:
· the simplest service
· extended service
· complex (universal) remote banking service.
The simplest remote service is a limited set of options for the client, for example, viewing information only about the balance of funds on the account and minimal reference information (for example, about exchange rates and bank deposit rates).
An example for an extended service should be such a remote service, in which the client has the opportunity not only to receive up-to-date information from the bank, but also to monitor all banking operations on their accounts for any period of time and make non-cash payments.
A comprehensive (universal) remote banking service gives the client the opportunity to remotely access all banking services that the client could receive during a personal visit to the bank's office (with the exception of cash transactions).
Thanks to this, customers to whom the bank provides a comprehensive RBS service have the opportunity to use any of the supported access channels to implement their operations.
If the bank provides its customers with the most extended service (at best, complex), this allows the bank to gain additional competitive advantages.
6.Terms of services provided.
Depending on the terms of provision, remote banking services are divided into paid and free. This does not mean at all that any particular type of service is completely paid or free. When deciding on the provision of a remote service to customers, the bank determines the tariffs for the use of this service. Usually, the client's costs for using the service can be either one-time (for connecting to the service, for each specific operation, etc.) or periodic (for example, in the form of a subscription fee for the period of using the service).
Very often, the bank decides not to impose a fee for any remote service. For a number of reasons, some operations as part of settlement, credit and deposit transactions can be performed free of charge. Often, banking services are distinguished that bring and do not bring bank income, expensive and cheap services. Thus, most active operations allow the bank to receive income, while its passive operations involve the payment of interest on certain types. Separate banking services require a lot of labor, as a result of which their price is more expensive.
Consequently, the bank itself determines whether remote customer service is a service, or an additional service to an existing product, as well as whether the service is paid or free for this category of customers, as well as the amount of payment, taking into account its tariff policy and market strategy.
Remote banking service is a profitable and convenient form of interaction for both the bank and its client. It is thanks to their main advantages that RBS channels have been embodied in modern life and are constantly evolving.
The main advantages of remote banking services for the client:
· convenience - the client can always use the services from anywhere in the world;
· efficiency - payment for services using remote service systems occurs at a high speed, in some cases instantly;
· availability - the cost of using remote services is low, often banks offer their RBS services for free;
· profitability - often banks provide the client with the opportunity to perform remote banking operations for more favorable rates than if the client will be served in the office;
· diversity - many banks support and develop different channels of remote service (for example, the Internet, mobile or landline phone);
The use of remote banking services provides the client with convenience and time savings, since there is no need to go to the bank office, spend time on the road and queues to complete transactions. The client will be able to receive the necessary set of banking services in a format and place convenient for him, without additional financial and time costs. Basically, customers will use RBS services when the usual payment channels no longer satisfy them.
The main advantages of remote banking for the bank:3
1.Economic benefits due to reduced customer service costs - the cost of providing services to a customer in bank branches and points of sale is much higher than with remote interaction. Of course, the bank incurs considerable expenses to implement remote banking systems, but they always pay off after a certain period of time, and the more clients the bank connects to remote services, the faster the payback period ends.
.Remote service, which can also include customer service using terminals and self-service devices, is much more efficient when compared with traditional service at a bank office, because. no bank is able to serve tens of thousands of customers in its offices. As a result of reducing the time for interaction with the client is reduced, and most importantly, that the service throughput increases. And the more actively the bank works with private clients, the greater the effect of remote service.
.The introduction of remote service will help solve the problems of developing points of presence and ensure that the bank's services are available to the client at any convenient place and at any convenient time.
.There are opportunities to attract customers regardless of their geographic location, the bank gets access to new customer segments that the bank could not serve before the introduction of remote services.
.Increasing the speed and improving the quality of customer service.
.The accuracy of banking operations is increased, the number of various errors is reduced, and the operational risks of the bank are reduced.
.The bank has the opportunity to solve important additional tasks, for example, provide the client with up-to-date information about new banking products or inform the client about the necessary actions (timely repayment of the delay, expiration of the deposit period, etc.)
.The level of competitiveness of the bank is increasing due to the possibility of creating fundamentally new banking products and rapid scaling and integration of banking services with other financial services using remote access to cash accounts;
Therefore, if you correctly implement and develop remote services, the bank will increase the efficiency of its activities and expand its business by selling banking products and attracting new customers.
Despite numerous advantages, the use of online banking also has a number of disadvantages.
The general disadvantage of RBS is due precisely to the peculiarities of such a service, that is, the fact that banking operations are carried out by the client remotely without direct communication with the bank's specialists. It is precisely because of this that problems arise in the correct identification of the client when he performs banking operations remotely.
Moreover, this problem exists both for credit institutions and for customers. For the bank, it is especially important to guarantee that remote operations are performed by the person to whom the bank has granted the right to do so. The client must be sure that no one except him (through malicious intent or mistake) will be able to use his bank accounts.
If, while using one of the various remote banking services, unauthorized actions are possible on someone's part, then such a service will not be in demand, even despite all its many advantages.
In the early stages of the emergence and spread of RBS services, insufficient attention was paid to possible problems and flaws associated with their use, the rapid development of remote services is primarily due to the benefits that they can provide to banks and their customers. But, nevertheless, the emerging cases of fraudulent activities, technical failures and other incidents forced all entities involved in the implementation and operation of remote banking services (credit institutions, customers, system developers) to take security more seriously remote services.
For example, the Bank of Russia suggests that credit institutions include in agreements concluded with Internet providers and developers of RBS systems the obligations of the parties to take measures aimed at quickly restoring the operation of the resource in the event of emergency situations, as well as liability for untimely fulfillment of such obligations.
It should also be noted that when using remote banking services, the dependence of customers on those software, hardware and communication tools becomes much greater than with traditional customer service at the bank office. Nevertheless, the above can be rather equated with the features of RBS services than with their shortcomings.
Any of the RBS types, together with the advantages that distinguish one remote service from another, also has disadvantages associated with the specific software and hardware implementation of a particular RBS channel and its operation.
The shortcomings that occur when using one or another type of remote banking service can be eliminated to one degree or another by various organizational and technical methods.
1.2 Features of the organization of remote banking services in Russian banks: comparative characteristics
Banks operating in the territory of the Russian Federation provide RBS services to two large groups of clients - individuals and legal entities - without division into any subgroups.
From the point of view of the methods of providing RBS services by Russian banks, the following main ones can be distinguished in order of greatest demand:
· classic "client-bank";
· Internet banking - provision of remote banking services based on banking
Internet payment systems;
· telephone banking - provision of remote banking services based on the banking system of voice messages;
· mobile banking - provision of RBS information services based on WAP, PDA and SMS technologies.
The first place among the services of the RBS system provided by the bank is occupied by the “client-bank”. This is due to the familiar interface of the service, compliance with security standards, independence in terms of operating time and the ability to maintain its own database. Then comes the "Internet client", as long as Internet technologies improve dynamically, both the quality and the form of Internet banking will grow at the same exponential rate. There is no doubt that the Internet is an ideal transport medium for information transfer.
Quite often, "client-bank" and "Internet-client" are used at the same time to provide basic algorithms for accepting documents by bank customers.
Telephone banking performs informational functions and, as a rule, is part of the bank's front office. This service accounts for most of the workload of remote informing customers. Of course, "thin" solutions for transmitting information via the Internet provide data that is more favorable for processing and perception, but in Russia the Internet is not yet widespread. Large and medium-sized banks operating in the regions are very actively using telephone banking. These banks include: Alfa-Bank, Absolut Bank, Sberbank, MBRD, VTB 24, etc.
Mobile communication is the next step for the provision of remote banking services and is just beginning to develop in our country. Many credit organizations in Russia can already provide such services or announce these services. All over the world, this type of e-banking is so popular that there are banks that have completely abandoned other services in favor of mobile solutions. It is worth noting that in our country mobile banking is aimed mainly at individual bank customers.
In order to be able to take and maintain a leading position in the market in the future, the bank must constantly improve the quality of work and the range of its services. In this case, it is necessary to accurately determine the importance of electronic banking and RBS in general.
Among the main parameters affecting the effectiveness of the use of remote banking systems, one can single out the following:
performance;
fault tolerance;
informativeness of the system;
ease of use;
safety;
friendliness of the interface;
system scalability;
system functionality.
All these parameters are interconnected, it is necessary to disassemble them in a complex.
Performance, fault tolerance and scalability are the criteria for building a 24/7 front-end solution for a multi-branch bank.
Ease of use, user-friendliness of the interface, informativeness - these parameters are critical for serving individuals, but in general they are responsible for the popularity of the service among bank customers. These parameters are especially relevant for new remote banking services that are just entering the market.
Extensive functionality RBS system allows you to offer unique services to bank customers, create new services and even new systems. Private-banking systems, company budget control, various solutions, such as payroll or credit projects, are, in fact, parallel ways of developing standard remote banking system solutions.
Security issues should be given special attention. Given that RB systems allow direct access to accounts and conduct financial transactions, any industrial system RBS must fully comply with the security requirements for servicing certain document flows, and also have the ability to make adjustments to the system in case of changes in security requirements.
The customer segmentation that is essential for a multi-branch structure deserves special mention.
For the full and normal development of RBS, a bank must differentiate its services for various groups and segments of customers in order to increase the efficiency of service.
To date, the approach of banks to the issue of customer segmentation in most cases is limited to two options: 1) the bank does not have any targeted methodology for customer segmentation; 2) the bank conditionally divides all its banking clients into two categories - VIP clients and all other clients of the bank.
In addition, banking customers are segmented based on the volume of transactions carried out, based on the qualitative characteristics of transactions (singling out customers with a small number of rather large payments, as well as customers making a large number of medium and small payments in amount). Clients can also be subdivided on a territorial basis and professional affiliation.
We should also note the technical differentiation of clients in terms of such parameters as the security of the systems used, the access channels used - which is especially important for our country. For example, state-owned enterprises may have high requirements for the level of data transmission protection, and regional ones often use modem connections to work with a bank.
Thanks to this, in the future, banks that use RBS systems will create a kind of client matrix in which clients will be distributed according to various characteristics. For example, according to one scale, a client can be classified as a VIP or ordinary user, according to another - depending on the quality of possible communication, the equipment used, etc. Of course, such a matrix can also be multidimensional.
The RBS system must comply with the main directions of the bank's business development, the services that the bank intends to offer to its customers. Working with a matrix of customers in a variety of dimensions has a fairly high priority. One of the first steps in this direction is the provision of RBS services in the context of the bank's multi-branch structure.
According to BSS, legal entities are still the most important consumers of RBS services. Retailers are still learning this way of working with banks. Virtually all domestic banks have long established RBS systems that make possible aspects of interaction with customers more convenient. For example, almost 100% of Russian banks already provide remote services to legal entities; there are an order of magnitude fewer banks in Russia that use systems to work with individuals, but this trend is constantly changing towards an increase in the number of systems used. According to the company, 7banks are in great demand for "client - bank" systems. It can be understood that the market potential for systems of this type lies mainly in the promotion of these systems among other client segments and in improving the quality of services provided. Thus, the development of specialized solutions for servicing legal entities, where the “client-bank” system is an integral part, for example, of private banking services, will be expected. The Internet banking segment is actively developing, and Russian bankers are noticing a constant growth in the client base - from 40% per year (in some areas this growth is even higher). This growth will continue in the future.
In the field of development of integration solutions, it should be noted the fact of a sharply increased need for centralized systems that allow connecting distributed branches and bank branches, caused by the trend of connecting financial structures and developing regional networks.
Nevertheless, the main potential for the development of the remote banking system market is credit institutions that are going to introduce and actively develop Internet banking and remote service systems for individuals, as well as mobile solutions for legal entities. It is these systems and solutions that will develop most dynamically in the coming years.
To date, 75.8% of TOP-100 banks use remote banking systems for individuals. In more detail, you can see the level of informatization of Russian banks in Table 1. Among the ways to provide remote banking services to individuals, along with the spread of Internet banking, mobile banking will become increasingly popular. V Western Europe mobile communications come out on top, overtaking personal computers in popularity for banking transactions.
In the absence of access to high-speed wired Internet for a significant part of the Russian population, the introduction of mobile services is one of the most effective solutions. Today, in the vast majority of cases, a bank that builds a remote banking infrastructure for individuals has planned to use mobile services at one of the infrastructure deployment stages.
According to market experts, the potential for the development of Internet banking is huge. The users of the Russian Internet zone already number more than 70 million users and, according to surveys, every third Internet user is ready to manage his bank account via the Web. And if the Internet trade market is growing by 30-50% annually, then the number of mobile subscribers has already far exceeded the population of Russia. It can be argued with a high degree of probability that mobile services will represent the largest increase in the customer base in the very coming years.
All these indicators create a suitable ground for the development of remote payment services, which is also demonstrated by the data in Table 1.
Table 1. Level of informatization of the largest banks of Russia 2011
Rank 2011Rank 2010BankCityIT budget (million rubles)IT department staff (persons)12SberbankMoscow25 9009 50021VTBMoscow2 50045033Alfa-BankMoscow/dn/d47GazprombankMoscow46255056Bank of MoscowMoscow/dn/d6-Rosselkhozbank *Moscow/day/d711Unicredit Bank *-n/dn/d85VTB 24Moskvan/d66494NB TrustMoskvan/dn/d109BSGVMoskvan/dn/d11-Russian Standard * (1)Moskva569n / d1212Houm Credit and Finance Bank N / d3501310Rayffayzenbank n / dn / d1414PetrokommertsMoskvan / day / d1518Absolyut BankMoskvan / d2371613AK BarsKazan90n / d1716MDM Bank * Moskva6594911815UralsibMoskvan / day / d1917OTP BankMoskva411n / d2023Nomos-BankMoskvan / day / D21-Nordea (Orgresbank) Moscow/day/day2225Promsvyazbank *Moscow8683102320MBRRMoscow229n/d24-Ing Bank (Eurasia) *-n/dn/d2519RosbankMoscow/dn/d2626Svyaz-BankMoscow4362022729ZenithMoscow/dn/d2821Kit FinanceMoscow/d752924Citibank (2)-7231503028Moscow Industrial BankMoscow145n/a
The main problems in the development of RBS channels in Russia include:
Russian mentality
Non-cash form of payments is unpopular and undeveloped among the population. Clients of Russian banks are accustomed to direct visual contact with tellers, as well as to obtaining documentary evidence of completed transactions.
Clients' distrust of banks, the low level of banking services among the population and the security risk of passing financial information through electronic communication channels
According to the study, the confidence of Russians in our banking system in 2011 is stable at the level of 32%. Today, only 20% of the population choose to keep their savings in banks. Another 16% of citizens still keep their money under the "cushion", and more than 60% of the population have no savings at all. Consequently, of those citizens who have their own savings, approximately 42% prefer to keep money at home.
Distrust needs to be dealt with through promotion and educational programs of banks for current and potential customers
The main reason for the low demand for banking services by the population is that individuals mainly operate in cash. People do not want to bring cash to the bank's cash desk, in order to then turn it into non-cash, and then pay, for example, for cellular communications. This service can be paid directly to the operator. Legal entities are required by law to keep a bank account, while citizens are not. And very strong arguments are needed for them to start using commercial bank accounts. Even forcible "planting" on bank cards through salary projects does little, except for queues at an ATM on the day the salary is credited. People will definitely not use banking products, including remote ones, until they themselves are interested in this.
Low income level of the population
In absolute terms, wages in Russia are still low: according to a sample study by Rosstat (without small firms and without freelancers), one in ten earns less than 5,000 rubles, the median salary is about 13,200 rubles (half of the employed earn less, half earn more) , and the average - 18,287 rubles.
4. Low level of financial culture of the population
A lot of banks in practice are faced with the fact that customers are poorly versed in the nuances of offers. This has affected, for example, contributions and proposals for plastic cards.
Technical illiteracy of the population
The average banking client gets confused in everything automatic, mastering any technical device can cause him serious difficulties. Moreover, banks almost always try to improve and complicate their products. For example, multi-step transitions to the IVR menu or a rather complicated interface in Internet banking. To do this, you need to simplify some user applications, otherwise banks will have to wait until they grow up and come to them. advanced users.
Lack of due attention to the promotion of remote services by the bank
One of the main mistakes of bank management in promoting remote channels is that not all banks position these services as a full-fledged product: instead of considering remote banking as a form of interaction with the bank that is convenient for the client, they very often position it as a secondary service. Along with this, there is also a lack of proper attention to the promotion of Internet banking on the part of the banks themselves. Many banks that have long mastered technologies for legal entities are buying technical products for RBS of individuals without understanding how to use them. In some banks, after the product is launched, they do not even print booklets and make no attempt to inform customers about new ways of servicing. One of the main reasons for such failures lies in the fact that the development, formation, promotion of this business, as well as customer support, are completely entrusted to IT specialists, which is wrong. Of course, the technical side of the task should be provided exclusively by highly qualified IT specialists, but customer support should be entrusted to specially trained employees. What matters is not the technology itself, but how the technology is offered to customers.
Legislative restrictions
State bodies are obliged to develop business and judicial practice use of the new legislation (FZ "On National payment system"). Amendments to the law “On Personal Data” are needed (cancellation of the right of unscrupulous borrowers to refuse to transfer personal data to third parties, permission to process personal data of clients on loan applications received through remote banking channels without the written consent of a potential borrower). For the development of RBS, it is necessary to amend the federal law 115-FZ (permission to open accounts for current bank customers without their personal presence).
Underdevelopment of communication infrastructure in the regions
Electronic channels in remote areas are not at all developed. Offline solutions should be actively used in the regions. To fully implement the ideas of remote banking, good communication channels and infrastructure are needed, which is not yet available to most of Russia.
The unwillingness of payees, primarily utilities, to accept a large number of non-cash payments, which is very often caused by the lack of necessary agreements with banks with these services.
This is primarily due to economic reasons, namely - low level bank fees for services of receiving utility bills compared to the bank's operating costs.
1.3 Development of the remote banking market in foreign countries
bank electronic remote
One of the most important prerequisites for the current level of development of the remote banking market in developed countries has become, mainly, a high level of general public confidence in the state economic policy, the banking system, as well as solutions provided on the market in the field of remote banking services. The most important reason for the growth of trust is the high level of penetration of technology into everyday life and the education of the population in this area, a stable economy and the desire to reduce the time and financial costs of purchasing banking services.
The driving force behind the development of this market segment among banks is competition, which forces commercial banks to work all the time to improve the quality of customer service and introduce new types of services.
Current trends in the development of the remote banking market in European countries are mainly due to the following main processes:
-intensive development of modern information technologies, the use of which allows banks to increase the range of simultaneously provided services, bring them closer to the client, reduce the time spent by clients and bank operating costs;
-the evolutionary development of the financial market, the emergence of its new segments and instruments;
-an increase in customer requirements for the quality of banking services and increased competition among banks in terms of the quality characteristics of the services provided.
These processes take place in different countries ah with varying intensity and set the direction and pace of development of the remote banking market for each country.
The main trends in the development of remote banking services in European countries are:
-application of strategies for multi-channel servicing of individuals;
-outsourcing of remote banking systems;
-consolidation of various banks in unified systems remote banking service;
-increase in available types of services in order to create the most comprehensive customer service.
Omnichannel strategies in many developed countries turn out to be the main strategies for organizing sales of banking services. The content of these strategies is contained in the provision of standard banking services in combination with modern multimedia forms of their sale (based on the development of information technology), which, when the established volumes of transactions are reached, can reduce the cost of these services.
Outsourcing of remote banking systems also appears to be quite an important trend in the European market. The presence of highly specialized companies allows them to provide remote banking systems and channels for their management, which should lead the bank to a certain reduction in costs associated with the organization and maintenance of these systems and channels, in addition, it allows to speed up the process of organizing them in case of working from scratch. Classical European examples of outsourcing in the field of remote service are the transfer of functions of the Call Center to external partners, the creation and maintenance of a network of self-service devices, the introduction of contractual relations with channel and service providers, and SMS distribution.
The trend of integrating various banks into a single system of remote banking services can be traced within the framework of international banking groups connecting banks in different countries of the world. Despite the remaining differences in the organization of information systems in each of the banks of this group, differences in the legislation of different countries, the general trend towards the unification of requirements and information systems allows you to create remote services in such a way that a client who has accounts in banks in different countries can manage them within one remote service systems. Undoubtedly, work in such systems is limited by many local and international regulations and is associated with certain risks, described, among other things, in the framework of the Basel Committee documents, but, nevertheless, it is becoming more and more popular in the European Union and the USA.
The increasing attention of European banks to the quality of remote banking services and their security is due to the fact that in a well-developed market, the competitive market positions of banks depend on the quality of the services offered.
The most important criteria for the quality of banking services when providing remote banking services are:
-availability of services - the probability of acquiring the necessary set of services with minimal costs and time, at any suitable time and in any convenient place, i.e. availability of the maximum number of channels for the provision of remote banking services, which will allow the client to choose the most convenient way for him at a given time to interact with the bank;
-the state of service factors - the convenience of remote service system interfaces, the appearance of self-service devices, information materials etc.;
-the level of training of support personnel - the competence and responsibility of bank employees who are responsible for solving conflict and problem situations when using remote service systems, their availability at any time, a creative approach to their work. Almost all employees are required to receive training in the specifics of providing services and communicating with customers, regardless of whether these services are individual, mass, or provided only in the form of remote service;
-the behavior of the accompanying personnel - the friendliness, polite attitude of the bank employees, their desire to satisfy the client's needs as best as possible;
-characteristics of the service by the bank - the correctness of the description of the properties of the service, the availability of this description for the perception of the client;
-reliability of service - the provision of remote services by the bank in strict accordance with the declared properties, stably and on time;
-lack of risks - obtaining correct information or qualified advice, compliance of the provided remote service with the requirements of the law, especially in the case of international transactions, etc.
The work carried out by banks since the late 80s to improve the quality of services provided now also applies to remote banking systems. Moreover, foreign banks are forced and are trying to take into account the specifics of the functioning of remote service systems when introducing quality management systems and certification of critical services based on ISO-9000 standards created by international organization for standardization. Banking quality management systems are based on the principle of compliance of the quality of banking services with the requirements and expectations of customers. Within the framework of these systems, quality management methods are developed and structures are established, the activities of units responsible for the quality of remote service are planned, and quality improvement programs are implemented. The assessment of the quality of the services provided is based on the analysis of questionnaires, telephone surveys or personal conversations with customers, as well as indicators of costs (losses) of banks due to poor quality of service and internal quality indicators. Most banks use two main approaches to determine the level of customer service quality, complementing each other: firstly, assessing the quality of services provided from the client’s point of view and, secondly, assessing the amount of the bank’s financial losses from a decrease in quality. As experience shows, the use of indicators of financial losses of the bank from a decrease in the quality of services in quality management can significantly reduce such losses.
Increasing the number of available types of services in order to create the most comprehensive remote customer service is one of the most important trends used by foreign banks. The increase in the range of services in the European banking market is largely due to the development of banking technologies, international competition of banks, including competition between national banks and international banking institutions, as well as competition between banks and non-bank financial institutions in national (local) markets.
To date, the share of banks in the European market is less than half of the total volume of services provided, which is quite strongly associated with increased penetration of non-bank credit and financial institutions in the traditional banking industry. For example, major European financial companies very often they specialize in issuing consumer loans, and sometimes even provide services at home. Credit unions, for example, provide private individuals with services for raising funds for deposits, issuing loans, making payments, insuring life and property, etc. In turn, commercial banks are trying to expand non-traditional activities, in particular the insurance business (the share of banks in the European private insurance market is about 30 percent).
The stronger the competition, the faster the number of services offered by banks increases, as well as their complexity, and this leads to natural changes in remote service systems. At the same time, the range of remote banking services will be expanded in the following areas:
-modification of existing (already provided) services. Technological and qualitative parameters of traditional or basic services can be changed in such a way as to ensure their introduction into various remote service systems, which can lead to a general expansion of the list of types of banking services;
-creation of fundamentally new services that differ from existing ones. Their creation and implementation are associated with increased competition between banks and non-bank financial institutions, the formation of new segments of financial markets, as well as the development of information technology and the emergence of new technological opportunities;
-creation of auxiliary remote services (consulting services on the use of remote banking systems, support and assistance services in case of problem situations, working using modern methods communications: chats, forums, e-mail, telephone, etc.).
It is especially worth noting that the level legislative framework in foreign countries, as well as the development of the information infrastructure, the literacy of the population and the culture of using solutions based on information technology, allows foreign banks not only to provide access to the products that already exist for the client, but also to draw up, accept and process client applications for a new product or services. At the same time, the client’s personal visit to the bank is absolutely not necessary, and verification of the reliability and integrity of the information provided, signing an agreement or confirming the client’s intention to receive the service can be carried out exclusively with the help of technological means.
Consequently, the current level of development of remote banking services in developed countries provides an opportunity to provide the client with a comprehensive set of banking services, regardless of geographical location branch of the bank where the client is served, or the channel that the client uses to access banking services. With all this, remote servicing involves the provision by the bank of a certain set of services, including for more favorable conditions than if these services were purchased during a personal visit to the bank. Almost always, the customer must be offered a package of multiple channels for remote service (multi-channel strategy). The cost of the package, if any, should be significantly lower than the one that the client will have to pay when acquiring access to remote services for each of the channels separately.
We can say that modern banks should work on the basis of the “3C” principle, which means compliance with the main trends in the development of banking services: segmentation, standardization, self-service. At the same time, self-service or the use of remote service systems is gaining more and more weight in this tandem.
Finally, it should be noted that the use foreign experience banking activities and the introduction into the practice of Russian banks of strategies for multi-channel servicing of individuals, comprehensive services, expanding the range and improving the quality of remote banking services should contribute to the overall development of the banking services market in Russia.
2. Features of the organization of remote banking services in JSCB "MBRD" (OJSC): advantages and disadvantages
.1 General description of the activities of JSCB MBRD (OJSC)
Full name:
Joint Stock Commercial Bank "Moscow Bank for Reconstruction and Development" (open joint-stock company) - Joint-Stock Commercial Bank Moscow Bank for Reconstruction and Development.
Abbreviated name: JSCB "MBRR" (OJSC) - MBRD.
Location (address) of the Bank: 115035, Moscow, st. Sadovnicheskaya, 75.
Joint Stock Commercial Bank "Moscow Bank for Reconstruction and Development" (open joint stock company) was established on January 29, 1993.
Based on 18 years of experience, the Moscow Bank for Reconstruction and Development is intensively developing and strengthening its position as a large Russian universal commercial Bank with modern banking technologies, a diversified client base and the harmonious development of three main business areas: corporate, investment and retail. All these years, the main components of the Bank's activity were the reliability of the mechanism for conducting transactions, confidence in the result when making decisions, strict fulfillment of the obligations assumed, as well as reasonable conservatism and loyalty to corporate values. It was thanks to these principles of work that the authority of the Bank, its financial and intellectual components, on which the success of the Bank itself is based today, grew.
Today JSCB MBRD (OJSC) is a reliable financial institution whose economic indicators show stability and significant potential. International rating agency Moody s Investors Service has assigned the Moscow Bank for Reconstruction and Development a B1 long-term rating and a short-term Not-Prime rating for foreign currency deposits, as well as an E+ Financial Strength rating. The outlook for these ratings is defined as "stable". In December 2010, the international rating agency Fitch Ratings confirmed the ratings of the Moscow Bank for Reconstruction and Development:
Long-term IDR affirmed at 'B+', Outlook revised from Stable to Positive
Short-term IDR affirmed at 'B'
The IBRD was included in the "List-60" of banks that can guarantee loans from the Bank of Russia. This was a confirmation that the Bank is a reliable financial institution, whose economic indicators show stability and significant potential.
In 2010, the Development Strategy of the Banking Group for the period up to 2014 was developed and approved. The Strategy is based on the diversification of the customer base, improving the quality of business, including through the modernization of banking technologies and the optimization of business processes. The banking group is aimed at further development of lending, both for the population and for organizations and enterprises.
The strategy within the retail business involves strengthening cooperation with AFK Sistema enterprises in terms of cross-selling products and services to individuals with access to wider client groups.
It is planned to actively develop consumer lending to individuals. The Bank sees the main opportunities for active growth primarily in the area of credit cards and mortgage lending.
Particular attention will be paid to increasing the loyalty of retail customers through the introduction of advanced technological solutions and, above all, the CRM system. This will significantly improve the efficiency of cross-selling products and services to the Bank's clients.
Another promising direction for the development of the retail block of the Bank should be the activation of lending to small businesses. The strategy within the corporate business is to prioritize the development of lending to the medium-large client segment through a client-oriented approach and prompt decision-making, followed by expansion of the client base through the medium corporate segment.
Active development of the Bank, especially in terms of retail business, is impossible without the advanced development of IT infrastructure. It will allow to offer higher quality services to existing and potential customers of the Bank. Due to its scale, the new IT system will become the foundation for further growth of the Bank's business.
In terms of development investment business The Bank's strategy involves reaching a competitive level through operations with AFK Sistema companies at the initial stage. In the future, building a high-quality market expertise system and offering investment services to third-party clients will not only provide additional profit, but also reduce interest costs for the Banking Group.
The sales network development strategy assumes priority in the key, most promising markets. This will allow the Bank to concentrate its efforts to achieve significant indicators both in terms of positioning in the regions and in terms of key performance indicators of the distribution network. In general, the implementation of the Strategy will make it possible to achieve the goals and objectives set for the Bank by its shareholders.
.2 Characteristics of services within the framework of remote banking customer service in JSCB MBRD (OJSC)
JSCB MBRD (OJSC) belongs to the largest banks in Russia and currently offers the following types of remote banking systems:
-Client-Bank for legal entities;
-Internet banking for individuals;
Auto payment;
-Mobile banking;
-Payment and reference terminals.
SMS-Bank-Info
JSCB MBRD (OJSC) is pursuing a very active policy in the remote banking market. The main emphasis will be placed on the remote service system for individuals, since it is it that has a huge impact on the activities of the IBRD, helps to attract a large number of customers and allows the bank every day to reach a higher level of customer service - individuals. This approach is very relevant today, because. the time has come for informatization and transition to a new stage of business development in our country.
Client-Bank for legal entities
Currently, the "RBS BS-Client" System is used. The RBS BS-Client system is a modern and convenient Internet banking system that allows the Bank's clients to carry out full-fledged information and payment and settlement services in the Bank without personal presence using a personal computer and the Internet.
Serving in the Bank through the "RBS BS-Client" system, the client can connect to the Bank's website around the clock through a computer or laptop connected to the Internet and start working with payment documents from his own office, representative office abroad, etc. At the same time work with the "RBS BS-Client" system will allow the Client to:
· increase the efficiency of work with the bank and reduce the number of errors when filling out documents, as well as the amount of their return - the system will determine the incorrectness of filling it out already when entering a document and prompt the right decision;
· increase the security and confidentiality of document flow with the bank;
· promptly and around the clock make decisions on payment (in fact, the "RBS BS-Client" system replaces the organization of a trusted accountant who is constantly at the Bank with a cell phone and signed forms of payment orders);
· at any time promptly see balances and account statements along with copies of all payment documents for crediting and debiting accounts;
· receive reference banking information(list of ongoing banking operations, exchange rates, etc.);
· keep archives of payment documents and statements on the bank's server and access them in a secure mode via the Internet;
· at any time receive an extract with all debit and credit documents in an expanded format, and not wait for the courier to return from the bank;
· save on transport and courier costs;
· optimize the working hours of accounting staff.
Internet banking for individuals
The "Internet banking" system provides remote access to information and transactions on open bank in the name of the client Cards and accounts through any computer that meets the technical requirements and is connected to the Internet. Access to the System is carried out using the secure protocol SSL (Secure Socket Layer). To identify and authenticate the Client, the Login and Password entered by the Client when entering the System are used. To confirm the operations performed by the Client in the System, Session Keys are used, which are analogous to the Client's handwritten signature.
Services provided by the Bank using the System:
.Providing information on customer accounts:
-provision of balance sheet Money on the account for a specific date;
-provision of a certificate of operations carried out on the account for a certain period;
-providing information about current debt the Client to the Bank and the amount of the permitted overdraft.
.Provision of information on Bank Cards of Clients:
-provision of a certificate on the current Payment Limit of the Bank Card;
-providing a certificate of the last five authorizations on the Bank card.
.Operations for servicing Bank Cards of Clients:
.Making money transfers from the accounts of the Bank Cards of the Clients issued by the Bank:
-transfer of funds between the Accounts of the Client's Bank Cards issued by the Bank;
-transfer of funds from the Client's Bank Card Accounts issued by the Bank to the Bank Card Accounts of other Clients issued by the Bank;
-transfer of funds from the Client's Bank Card Accounts issued by the Bank to Accounts opened with other banks;
-payments to the Service Providers from the Client's Bank Card Accounts issued by the Bank.
.Setting the System parameters by the Client:
-change by the Client of the password for access to the System;
-binding by the Client of a new set of Session Keys.
.Messaging in the System:
-sending messages by the Client to the Bank in a free format regarding maintenance in the System and provision of banking services;
-Sending messages by the Bank to the Client (for example, about the refusal to issue a Bank Card, a message about the Compromise of keys, about new services provided by the Bank, etc.).
Using the service is simple and safe:
· Internet banking does not require special skills and knowledge. The system has a simple, convenient and intuitive interface. Using the system is as easy as any site.
· Your personal financial information is protected by modern certified software. JSCB MBRD (OJSC) is constantly working to ensure the safety of using the remote service system.
· Internet banking gives you the opportunity to work with the bank at any time in a place convenient for you.
call center
One of the services in demand among IBRD clients is the Call-center or information service. The service was organized in 2005 during the implementation of the MTS.CARD project. The call center provides round-the-clock banking services to MTS Bank cardholders by phone - in automatic mode or through an operator.
· You can receive information at any time, including weekends and holidays.
· The multi-channel telephone number of the system allows you to call the bank without any difficulties.
· The service does not require additional connection and is provided completely free of charge.
· Check the available balance of funds on a bank card;
· Find out the minimum payment under the loan agreement.
Auto payment
The service is an automatic replenishment of the balance of the personal account of an MTS subscriber from an account bank card Client. The payment amount is written off to replenish the personal account of the MTS subscriber in the amount set by the Client, when the balance of the personal account of the MTS subscriber drops to the replenishment threshold. The personal account of an MTS subscriber is identified by a mobile phone number in the federal format. The Service parameter - top-up amount - is individual for each mobile phone number. Service parameters are set by the Client upon connection and can be changed by the Client.
Features of AutoPay
· Operative replenishment of the balance of your phone and people close to you.
· 24/7 payments regardless of your location.
· Connection of the service at any time convenient for you - 24 hours a day.
· Reflection of all payments in your card account statement.
Service parameters
· Connection and making payments within the framework of the service is free of charge.
· You set the replenishment amount yourself when activating the service in the amount of 50 to 10,000 rubles.
· If the balance on the subscriber's personal account drops to 30 rubles or less, it will be replenished automatically from the bank card account.
Mobile banking
The Mobile Banking System (hereinafter referred to as the System) provides Clients with remote access to information and transactions on Bank Cards and Bank Card Accounts of Clients through a mobile phone on the iOS platform (iPhone, iPod, iPad), Android, Symbian (Java based) that meets the technical requirements ), Windows Mobile that has access to the Internet. To identify and authenticate the Client, the Login and Password entered by the Client when entering the System are used. To confirm the operations performed by the Client in the System, an APIN is used, which is an analogue of the Client's handwritten signature. The System Services are provided with all the Client's Bank Cards issued by the Bank. When the Client issues a new Bank Card of the Bank, it is automatically added to the list of serviced Bank Cards.
The following operations are available to Clients using the System:
.Money transfers:
-from the Client's Bank Card to the Bank Card Account/the Client's deposit account/the Client's current account opened within loan agreement and used to repay the debt / the Client's Bank Card issued by the Bank, including the implementation of non-cash conversion of funds using Bank Card Accounts;
-to a third-party Client's Bank Card issued by the Bank;
-transfer of funds using free details (subject to the implementation of the service in the Internet banking system).*
.Payments to Service Providers. The list of Service Providers and the range of services is constantly growing.
.Setting up/deleting payment templates.
.Non-cash conversion of funds with the possibility of preliminary settlement.*
.Receiving/viewing information on request:
-about the available Payment limit on the Bank card(s), with the division of the amount into the Client's own funds and borrowed funds;
-on transactions on the Bank Card Account / on the balance of funds on the Account (s) of the Bank Card (s) / statements on the Bank Card Account for any period;
-mini-statements on the Bank card(s);
-on loans/deposits of the Client (the amount of the balance on the deposit account, the amount of the planned payment on the loan) in the amount realized in the Internet banking system;*
-on exchange rates established by the Bank for non-cash transactions;
-about the exchange rates established Central Bank Russian Federation;*
-about the Bank, including: number free phone Bank Information Center, addresses of the nearest branches and ATMs of the Bank, news of the Bank, new services and offers of the Bank, etc.).
-about the Bank's partners (including MTS OJSC), which includes: call center telephone number, addresses of nearest service offices, etc.
.Bank card servicing operations:
Other services:
-Viewing information about the offices and ATMs of JSCB "MBRD" (OJSC)
-Viewing exchange rates set by JSCB MBRD (OJSC) and the Central Bank of the Russian Federation for non-cash transactions on the current date
-Viewing the Bank's news (the last 10 news are available for viewing)
Feedback:
)Free call (within Russia)
)Call the Bank (international number)
)Personal account - go to the page of the Client's personal account
)Go to the Bank's website
-City selection (Moscow, St. Petersburg, Nizhny Novgorod, Novosibirsk, Yekaterinburg)
password change
Auto exit
Payment and reference terminals
An equally significant channel for remote banking services that exists in the IBRD is a network of self-service devices. Today, the number of ATMs is 606. ATMs and self-service terminals allow you to carry out transactions without visiting the Bank's office.
· Receiving cash from a card account;
· Obtaining information about the balance of funds on the card account;
· Obtaining a statement of the last 5 transactions made on the card;
· Replenishment of the bank account linked to the card;
· Repayment of loans issued by the Bank;
· Obtaining information about a loan issued by the Bank;
· Transfer of funds from a card account to another customer account opened with the Bank;
· Transfer of funds from a card account to another customer's card account;
· Transfer of funds from a card account to a card account of another client of the Bank;
· "Transfers by card number" MasterCard MoneySendon the MasterCard cards other banks. To transfer funds, the sender only needs to know the recipient's MasterCard card number;
· Making payments and transfers to providers of mass services - cellular communications, the Internet, television, housing and communal services, electronic wallets, etc. - using a card or in cash.
SMS-Bank-Info
The SMS-Bank Info service is designed to provide the Client with round-the-clock control over the status of the Accounts of his/her Cards issued by the Bank and receive information support via mobile communication using the SMS-message exchange technology between the Bank and the Client. The following operations are available to the Bank's customers who have activated the SMS-Bank-Info service:
.Obtaining reference information from the Bank:
-receiving notifications about transactions with the Card;
-receiving notifications about non-cash replenishment of the Card account;
-obtaining, upon request, a certificate of the available Payment Limit of the Cards issued by the Bank;
-obtaining a mini-statement on the Card upon request;
-obtaining, upon request, information about the Status of the Card;
-receipt upon request of information about the Cards for which SMS-Bank-Info services are provided.
.Card maintenance operations:
-suspension of settlements on the Card (card blocking);
-canceling the suspension of payments on the Card (unblocking the Card).
.For holders of MTS.Card MasterCard bank cards, operations are additionally available:
-providing a certificate of accumulated bonus points;
-order bonus points to use.
.For holders of MTS Money bank cards, operations are additionally available:
-obtaining a certificate of the current EUR and USD authorization rate of the Bank;
-obtaining a certificate on the current exchange rate of the Bank of Russia EUR and USD;
-obtaining information on the loan (rate on the loan, the amount of the principal debt, debt in the current month);
-receiving information about payment for purchases using the card (the last three card payments in the past thirty days);
-obtaining information about cash withdrawal transactions using the card (the last three card transactions in the past thirty days);
-submission and processing of Applications for termination of the loan agreement, for prolongation of the loan agreement, for increasing the credit limit on the card, for reissuing the card;
-payments to operators cellular communication;
-payments to Internet providers.
RBS services for legal entities, namely the "Client-Bank" and Internet-Bank systems, are currently provided by all large, as well as a number of medium-sized banks. Opportunities and procedures in this system are implemented and provided to clients - legal entities by all banks at the same level and do not have significant differences.
Therefore, the main direction of development of remote customer service will be the service of individuals. Thus, the use of RBS will attract individuals and help the bank reduce transaction costs. The main emphasis will be placed on the development of two types of services. Firstly, Internet banking, because its share as one of the types of RBS forms for individuals in the total volume of banking operations is gradually increasing. In Russia today, the approximate number of Internet banking users is 1.2-1.5 million people, of which 90% are just individuals. Secondly, mobile banking. This direction of remote banking services is very promising and carries one of the most important qualities - mobility. This service is also important for the bank, due to the fact that MTS is one of the shareholders of the bank. MTS currently has more than 70 million subscribers across the country, and 3,500 stores. By projecting the MTS brand onto the sphere of financial and credit relations, the Bank intends to ensure the highest standards of service, provide advanced and technologically advanced banking products and services. After all, all this will help attract even more individuals.
Internet banking
A huge number of people who use Internet banking are concerned about the problem of protecting their personal account from unauthorized access. Of course, the likelihood that a hack will occur if elementary security rules are observed is quite small. But, nevertheless, to ensure maximum security within the framework of the remote service system, one-time dynamic passwords, and an electronic digital signature (EDS), and securely protected packages of access keys are used.
Experts note that the functionality of the system provided by Russian financial institutions is practically the same. But today, among the most common Internet banking services, the following are distinguished. Firstly, viewing the balance of accounts and providing information on banking products (loans, deposits, etc.). Secondly, the opportunity to apply for a loan, opening a deposit, obtaining a bank card, opening settlement accounts, etc. Thirdly, customers will also be able to make money transfers - both within the bank (between customer accounts and to other accounts within the same bank) and outside (to the accounts of other financial institutions). In the end, currency conversion, online consultations with qualified employees, payment for various services.
The bank, developing Internet banking, is trying to fulfill quite pragmatic goals: to meet the growing demand from customers, reduce the share of cash withdrawals from ATMs and thereby increase the balances on customer card accounts, and, in the end, earn additional commission income. Having internet banking is already an important factor non-price competition. According to various estimates, currently 15-25% of retail customers, the most active and affluent, choose a bank, assessing the development of the Internet banking zone, and the share of these customers will increase.
The market volume and the number of Internet banking users will grow: in two or three years, the market volume will grow by about 3-3.5 times, and about 15-20% of cardholders will become customers. As IBRD Senior Vice President for Development of Retail Business Products noted in an interview with this news agency Bankir.ru, in 2008, an increase in the client base of Internet banking by 108% was noted: the number of users of this service already exceeds 20 thousand, and in 2011 this figure increased to 50 thousand customers. Housing and communal services payments, repayment of loans, services for the purchase of railway and air tickets, cinema tickets, theater tickets, etc. are growing at a faster pace. Moreover, such a segment of payments as instant money transfers, including between clients of different banks, is quite promising. Of course, in the coming years, a significant share of retail banking services, as well as transactions that today can be carried out through payment terminals, will move to Internet banking. As an example of the development of this direction is the fact that with the help of online payment systems of the bank (Internet and Mobile banking) it became possible to replenish the accounts of such popular online multiplayer online games absolutely free of charge today. An undoubted advantage for all "gamers" is not only the absence of a commission for the transfer of funds, but also the almost instantaneous crediting of money to the account. Also, using the services of Internet and Mobile banking, payment terminals and ATMs of the bank, you can pay for the services of more than 120 service providers, including: mobile operators, Internet providers, cable and satellite television, housing and communal services, replenish electronic wallets.
Mobile banking
According to some experts, such a means of communication as a smartphone in the near future will prevail, if not in all, then in many areas of human life. Banking is not in this case exception. Contactless payments based on NFC technology (Near Field Communication), which allow you to pay for a large number of products and services, have already become a reality. Moreover, the use of a smartphone with an installed application for mobile banking is a new and promising channel of the "Client - Bank" system. Any client of the bank, having installed "mobile bank" free of charge, acquires the possibility of round-the-clock access to the system of remote banking services via IPhone, iPad and iPod Touch. And also for phones with support for Windows Mobile, Java and Android.
The bank usually identifies several areas in which the development of mobile banking can go. The first is the extraterritoriality and continuity of the system, which can give the client the opportunity to manage accounts regardless of his location and time of day. The second direction is general accessibility: technological means that allow access to the system must be sufficiently widespread and affordable. The third is the multivariance of access channels: the banking system should provide for the ability to use different channels in any combination of them. The fourth is the interactivity of the service, which should provide for the possibility of conducting financial transactions in the self-service mode.
Moreover, the client must be given the opportunity to make a choice between conducting transactions online or through an operator. Another promising direction in the development of mobile banking is the implementation of the possibility of conducting transactions in real time.
Since the bank almost always has a huge amount of information about the client, and if the client also uses mobile app, this information may be supplemented by data on its location - they are determined by the mobile operator. And if the client agrees that the bank uses this information, then you can use it for targeted marketing - for example, for special offers from bank partners located nearby.
Of course, when using mobile banking, it is very important to ensure the security of transactions. And here the guarantor against unauthorized access is also the observance of elementary security rules. If the phone is lost or stolen, you should immediately inform the bank and block the account.
It is also important not only to protect the system from the side of the bank, but also to work with users, explaining to them the principles of mobile security and giving them the opportunity to monitor it on their own. The most important thing is to convey to the user the following security principles: use anti-virus software and regularly update databases; never tell anyone your passwords, do not store them explicitly on your smartphone; do not enter a payment password on third-party sites; you should always ignore letters with notifications that an account in a particular system is blocked, and offers to follow a link to activate it (as well as any other similar letters in which you are required to follow a link and enter your data) - this is phishing . In addition, it is very important to warn users against using third-party software (not developed by a bank) to work with bank accounts, use the https encrypted protocol, and require mandatory confirmation of transactions using payment passwords or one-time authentication codes. All these measures will not only save clients' money, but will also help improve the work of the bank itself.
Another promising way to improve mobile banking in JSCB MBRD (OJSC) is to work with social networks. As shown by the latest research by Fiserv, mobile banking users are also active users of social networks. This means that if banks want to instill the habit of using mobile banking in social network users, they need to do more than just respond to comments posted on the wall. For example, it is possible to integrate into mobile banking the ability to post reviews about the quality of the bank's software and services directly on the bank's social network page.
. Ways to improve the organization of remote banking customer service in Russia
.1 Main problems and directions of development of electronic banking services in the Russian market
To date, more than half of Russian commercial banks already have remote customer service systems created on the basis of Internet technology. But, nevertheless, this most likely indicates the potential size of the market, because many banks, having acquired licenses, in fact, have not yet begun to use the systems in operation. In addition, in most cases, only some solutions are used (practically, only services for obtaining information about the current state of the bank account by the client), and not a comprehensive virtual service. Only a few Russian banks offer a "full" package of Internet services, which includes not only traditional Internet banking but also Internet trading, WAP and SMS banking. With all this, in the next few years, we can expect that the list of such banks will expand significantly.
It is generally accepted that at present the development of Internet banking is hindered by a number of factors, among which the technical illiteracy of the population and insufficient penetration of the Internet (here, the poor quality of communication) are highlighted.
But in fact, active users of the World Wide Web in Russia include 49% of the population. According to the head of the Ministry of Communications of the Russian Federation Igor Shchegolev, in 2011 Russia came out on top in terms of the number of Internet users in Europe, overtaking Germany, and the number of users amounted to 70 million. Problems with telephone communication in our country and related difficulties in accessing the network certainly exist. But you can already see the trend towards the transition from modems to a dedicated high-speed connection. In 2010, the total number of users of broadband Internet access (BBA) in Russia reached 15.7 million subscribers, according to research by iKS-Consulting . According to Maxim Klyagin, an analyst at Finam Management, up to 80% of all network users in Moscow were connected to leased lines at the end of last year, and 65-70% in St. Petersburg. Therefore, probably, in the near future the problem of high-quality Internet access will not be so acute, at least in big cities. However, even today this factor, although it limits the number of potential bank customers using electronic channels, is not critical.
In addition, it is also necessary to take into account the fact that, firstly, Internet users are more active in business terms, and secondly, very often, they have a fairly high level of income and for the most part they are residents of the capital and other largest cities , i.e. represent just the directly target banking audience. If banks were to reach at least 20% of these users, this would bring millions of dollars of additional annual profit from risk-free commission transactions, subscription fees, as well as cross-selling of other banking services that customers may need already in the service process.
Indeed, there are other, more significant factors that hinder the development of Internet banking: the low attractiveness of the service for customers and the lack of appropriate attention to the promotion of Internet banking on the part of the banks themselves. In many Internet banks there are no templates for making utility payments, contractual relations with popular companies have not been established - those that receive retail payments, after they have introduced a new service, banks simply do not print booklets and do not properly inform the client. A simple example: for two years, bank account holders could make non-cash payment goods and services without sales tax, but no one would bring this important advantage to the attention of their Internet customers. At the same time, if we consider the results of sociological surveys, then it is the convenience of the service that can be one of the decisive factors for the consumer when using Internet banking (hereinafter, in decreasing order of importance - the ability to independently manage an account, use PC capabilities, attractive tariffs, new opportunities, free use, recommendations acquaintances).
In general, the problems that hinder the development of banking services on the global Internet can be divided into several large blocks:
)Psychological problems
In more detail, one can meet two opposing points of view among bankers. Firstly, these are those who do not like the Internet, and believe: "That the Internet is very dangerous, and we do not need it." The position of the latter is opposite: "The Internet is very promising, and we need to develop the Internet business no matter what it costs us." Both radical views only reflect different stages that people usually go through when they begin to understand what the Internet has to offer them.
So, a complete denial of the expediency of its use is typical for those who still have no idea how to work correctly on the Web. The boundless belief that everything can be done with the help of the Internet is characteristic of those who have just learned about the opening horizons. Everything would not be so terrible if the technological backwardness of the bank could not become a consequence of the first of the delusions, and the result of the second would be too much spending of huge funds without visible return. There is one surefire way to develop a more professional attitude towards the Internet - you just need to work with it, first learning, and then trying to create something of your own.
It is much more difficult to work with society as a whole. There is still a distrust of a significant part of the population in conducting transactions via the Internet. It is often psychologically easier for people to come to a bank office and stand in line than to make payments from their computer. Internet banking is not at all benefited by countless media publications about massive hacks and thefts from computer systems. About 60% of networks experience third-party penetration attempts more than 30 times a year. However, these data do not at all indicate that the level of security of remote banking services is at a very low level. The seller of services via the Internet is obliged to know to whom and for what he sells them, to correctly identify the buyer, who, in turn, must be absolutely sure that the seller has taken all the necessary security measures and will fulfill all the requirements.
)Personnel problems.
The quality and efficiency of solving any problems directly depend on the qualifications of the specialists who undertake it. To develop and support Internet banking systems, programmers are very much needed today (and not only in the field of Internet technologies), system administrators, Web designers, Web programmers, computer and communication security experts, economists, marketers, lawyers. All of them are obliged to have a good idea of the world of the Internet, which is far from always possible now.
Large expenses will not be easy, for example, to find a lawyer who knows not only jurisprudence but is also a connoisseur of electronic communications, and it will not be cheap. The same applies to network security professionals. As the Network penetrates into everyday life, related professions are slowly beginning to appear, which are necessary for activities in the field of Internet banking, but so far this has been happening rather slowly.
)Technological problems.
There are also technological reasons, they also limit the area in which you can apply the electronic channels that are used in the activities of the bank. Unlike branches, where the number of transactions performed is limited by the number of employees, in Internet banking, the number of transactions can, in principle, be practically unlimited. But this will require from banks such a level of development of internal business processes and the state of information systems that will be able to perform many more operations at a time than can be done in branches.
)Legal problems
Also among the problems slowing down the development of Internet banking is the lack of clearly formulated and systematized legislation both on protection and security issues, and in the field of electronic commerce in general. This, of course, does not stop those who are seriously engaged in the Internet business. They put together the legal justification for their own activities from bits of information that they seek out in numerous legislative acts, decrees and instructions. However, for those who are just thinking about a new case, the legal "fog" is one of the barriers to the Internet.
)Financial difficulties
Everyone knows that new technologies are turning into active consumers of financial resources, but not everyone can imagine the extent to which financial resources are consumed. Products such as the "Internet Client" were not originally developed as a means of directly increasing profits. Their main goal was to provide quality customer service. It is very difficult to evaluate the return from the "Internet Client", since the most important part of it is the indirect benefit. In any case, anyone trying to implement an Internet service system must always be prepared for serious costs, and in addition, he must estimate the final gain as accurately as possible. It is extremely important here to avoid a mistaken attempt to achieve profitability of the project in a short time - by increasing the price of customer service. The Internet does not withstand expensive solutions - it is designed for the mass character and cheapness of the service. But the cost of the Internet banking system itself can be quite high.
There is another important financial aspect Internet banking - a participant in an electronic settlement system is usually required to reserve (actually freeze) some amount of money. So, in the case of interbank settlements, the reserved funds are the balances on correspondent accounts (the size of the balances can be regulated), for bank customers, this is the minimum amount that can remain on the accounts, etc. In a word, for the sake of convenience of online settlements, part of the funds must be withdrawn from active circulation.
The problem of profitability and cost of micropayments also belongs to the financial ones. It is no secret that it is convenient to make small purchases via the Internet. The amount of micropayments, according to the tradition that has now formed, does not exceed $1. The ability to execute such transactions at a low interest rate (rather than a high fixed rate) seems to be an important advantage of the system from the client's point of view, but for its owners it brings a headache in terms of profitability.
Therefore, after analyzing the factors slowing down the development of e-banking in Russia, one can see that the problems appear mainly not from the side of customers (if they exist, then in principle they will be eliminated by themselves in the future), but from the commercial banks themselves. For the most part, the deterrents are essentially on the surface. On the one hand, banks are extremely "lazy" in promoting these services (even if expensive equipment and software products have already been purchased and implemented). On the other hand, in order to seriously introduce advanced technologies in retail, modern integrated operating systems are needed that can process a large number of banking transactions. And few credit organizations in our country have such.
At the end of 2010, the number of users of Internet banking systems in the Russian Federation exceeded 9.4 million people, which is 6% of the population. 28For comparison, the figure for 2010 is 4.2%, i.e. the increase in the number of users for the year amounted to over 40% (almost 1.5 times). In 2009, this figure was twice as low - i.e. in just two years, the number of compatriots managing their own accounts via the Internet has increased 3.5 times. However, Russian figures are quite different from those of the Top 5 countries where Internet banking is popular and widely used. By the end of 2011, Canada became the leader in this direction - 68% of the population somehow manages their own bank accounts via the Internet. In France and the UK, this figure is 59% and 55% respectively - i.e. more than half of the adult population with bank accounts use the services of remote management of personal funds - make payments for services, buy goods online, etc. Fourth European country in the top five in the spread of Internet banking - Spain: 49% of the population know about Internet banking firsthand. And the last country is the United States with 48% of the population turned out to be users of Internet banking services in 2011. These figures can be seen more clearly in Fig. one.
Picture 1.
But, nevertheless, the current trends are such that we can confidently talk about the imminent change in the situation. The middle class in Russia is feeling more and more confident, consumption of both everyday goods and durable goods is growing, demand for paid services is increasing and, most importantly, savings continue to grow. All this is already forcing consumers to often turn to the services of banks and not only banks. Niches in which banks are not very nimble (payments without opening an account, prepaid financial products, Internet payments) are immediately captured by more mobile financial companies. In addition to these actually favorable commercial prospects, the integration of the banking business into the network is a guarantee of the competitiveness of the Russian financial sector in the struggle for a client.
At the same time, over the past 3 years, we can observe an active, almost “aggressive” development of banking retail. It is this factor that largely stimulates the process of connecting banks to e-banking systems. The logic is clear - in order to gain competitive advantages in the retail sector, the bank needs to improve the quality of customer service, which today is unimaginable without the use of the latest, promising technologies. For example, such as Internet banking, and this provides a private client of the bank with the opportunity to fully use banking services, practically without wasting time going to the office. Moreover, the potential base of such clients is increasing literally from month to month - as the audience of users of the World Wide Web expands.
It is still difficult to name the future leaders of Russian Internet banking, one can only assume that among them there will be those who already now offer the widest range of Internet services and are popular with individuals. In the banking environment, unlike, for example, online gambling, fully virtual institutions are rare, because of this, such large domestic banks that have relied on IT, such as Alfa-Bank, MBRD (JSC), Vneshtorgbank - Retail Services, Rosselkhozbank, Gazprombank, Sberbank, Tinkoff Credit Systems"and a number of others.
2 Measures to improve the system of remote banking services in Russian commercial banks
Improving the existing system of remote banking services will help banks significantly increase their customer base and increase the quality and security of services provided, and reduce costs. The main areas for improving the RBS system in Russian banks include:
-improving the quality and security of remote banking services;
-use of cloud technologies.
Business process automation should be actively developed for many banks, as this will directly affect the profits of credit institutions. At one time, the crisis clearly outlined development trends for the entire banking industry, which determined the priority areas of automation. The main thing in these trends is the reduction of operating costs, so customer self-service comes to the fore, as this is an opportunity to greatly reduce costs and segment the customer base. To analyze it in detail and form highly specialized offers for customers, you need a software product that allows you to create, store and segment the customer base according to various criteria. To do this, banks should use CRM solutions from different manufacturers. It will also be useful to automate customer service processes - both through tellers and through the development of self-service systems through remote access channels, such as the Internet, mobile devices, ATMs and terminals.
In this regard, it is worth developing, not only remote service, but also strives to make the client's visit to the branch more comfortable. We are talking about the introduction of systems of electronic queues, "electronic cashiers" (armored cash machines for receiving and issuing cash), etc.
Another option to improve remote banking is the use of IT outsourcing. If you involve professional external contractors, you can solve IT problems quickly and efficiently, both for short-term and long-term projects. If you properly organize the interaction of the parties, then outsourcing will be an effective tool for optimizing and controlling IT costs, if only because the costs associated with the work of the contractor are often more understandable and transparent than the costs of your own unit.
True, sometimes banks decide that IT outsourcing is a rather expensive pleasure, since in fact it turns out that the bank pays for part of the IT company's infrastructure. But at the same time, banks forget to calculate the cost of all expenses for the maintenance of their own personnel, equipment, etc. After all, it does require a lot of investment. As an example, the Bank Soft Systems LLC (BSS Company) provides a full range of services for organizing remote banking services for all types of bank respondents (legal entities and individuals, branches, branches, correspondent banks, exchange offices, etc.) .
Increased attention to the quality and security of remote banking services and their security is primarily due to increased competition between banks in all areas of their activities, as well as the need to minimize reputational, financial and other risks associated with the use of remote banking channels.
At the same time, the main quality criteria, as well as in global practice, are:
-availability of services;
-convenience of interfaces and appearance of self-service devices, information materials, etc.;
-the level of training of escort personnel and their behavior;
-service reliability;
-no risk.
In order to ensure a higher level of security of information systems, banks today must create an internal information technology audit service, whose tasks will include identifying existing risks in accordance with ISO, BSI, COBIT standards, developing recommendations for their elimination and monitoring the implementation of these recommendations in in full and on time.
Contribute to the strengthening of security and the use of personal authentication tools and EDS (USB-keys, smart cards) with hardware support for Russian cryptography. In addition, the centralized management of already implemented information security tools (information security tools) is becoming more and more in demand. The growing popularity of mobile access to corporate resources contributes to an increase in demand for two-factor authentication using one-time passwords. After all, mobile devices are becoming more intelligent, which is why authentication software is becoming more widespread.
To improve the work of the bank, you can use technology such as "cloud computing". In 2011, this technology became quite popular and, as a result, they are constantly trying to improve it. True, there is still a discussion: is it worth using it or not? But nevertheless, "cloud computing" can bring tangible benefits to the bank if it uses them.
"Cloud computing" is a model for providing ubiquitous and convenient network access on demand to a common pool of configurable computing resources (for example, data networks, servers, storage devices, applications and services - either together or individually) that can be promptly provided and released with minimal operating costs and/or calls to the provider.
Today, cloud computing technologies for banks can be applied in areas such as sales management, marketing management, customer service, and management of specific financial applications. Clouds will be able to provide flexibility in the use of IT resources. In addition, if you use "cloud computing", this will allow you to use as many resources as you need at any time and not overpay for infrastructure redundancy. Convenience and versatility of access is ensured by the wide availability of services and support for various classes of terminal devices (personal computers, mobile phones, Internet tablets).
Summing up, it should be noted that if you use the experience of foreign companies, as well as have a clearly drawn up and verified development strategy, directed and coordinated activities will help create one of the most successful remote service systems on the market.
Conclusion
To date, the sphere of high technologies and various information systems have monopolized all spheres of human activity, including the banking business. One of the most promising areas for the development of the banking sector in modern conditions may be the development of such a field of activity as remote banking, which became the subject of this study. graduation project.
One of the leading financial institutions of the country, JSCB MBRD (OJSC), was chosen as the object of the study, which today is among the leaders in the development of new banking technologies and ideas.
As a result of the work done, the set goal was achieved, measures were developed to improve the system of remote banking services operating in JSCB MBRD (OJSC), and recommendations were made to improve the quality of remote banking services offered by other banks.
As a result of the analysis of remote banking services provided to individuals, it was concluded that the maximum interest among customers is caused by services that are provided via the Internet.
Summarizing the advantages of using Internet technologies in the work of the bank described above, we can divide them into two groups: "image" ones that help maintain a solid reputation with the bank, and "really profitable" ones that will increase the number of customers and the bank's cash flow, namely:
- Introduction to the Internet gives a significant increase in "publicity" to the bank. Working closely with foreign partners, Russian bankers realized that the business card of a large company without specifying the address of the Internet information site abroad has long become "undignified";
- Having started its work in the electronic market earlier than others, the bank will be able to gain significant experience in information technology and, in the future, will be the most authoritative and influential in other electronic markets;
- The introduction of the Internet gives the bank the opportunity to improve the work electronic systems customer service, providing the client with additional convenience in managing their account. To get the necessary information or carry out this or that operation, the client just needs to press the appropriate key;
- Connecting electronic retail banking services is expensive and has low profitability, but in the future it will be possible to reduce the level of operating costs and significantly reduce the cost of money circulation.
The current state of the financial Internet services market and some of the trends observed in the market will make it possible to speak of even greater opportunities for the development of these services. Dramatic cost reduction and improved efficiency of credit risk management and financial transactions themselves using the Internet provides unprecedented opportunities for developing and transition economies (which is certainly especially relevant for Russia), in particular in terms of their access to international financial markets.
Such electronic channels as information service (Call-center) and SMS-bank also play a significant role in the activities of JSCB MBRD (OJSC). As a result of the study, the following activities were proposed:
a) automation of many business processes, as well as customer service processes;
b) use of IT outsourcing;
v) active promotion of remote banking systems on the market;
G) improving the quality and security of remote banking services;
e) use of cloud technologies
In the course of the study, the entire Russian market remote banking services, as a result of which it was found that today Russian banks render to legal entities in many respects the same services as foreign ones. In the retail customer service sector, there is a significant backlog. Therefore, each bank is obliged to objectively evaluate its plans for the development of remote banking services and take the necessary measures for their full implementation, concentrating its efforts on solving the following tasks:
a) improvement of the current legislation in order to create necessary conditions to expand the range of remote banking services, namely to change legislation, develop laws on electronic documents and electronic archives, etc.;
b) the introduction of new types of remote banking services that ensure the growth of the client base, especially in the retail business;
v) expanding the capabilities of existing remote banking systems, developing and introducing new types of payments and operations, simplifying the procedure for obtaining access to these services in order to increase their value and accessibility;
G) ensuring the growth of the volume of non-cash payments of the population, namely the creation of mobile banking points in rural areas, the introduction of payment terminals in all stores bank card;
e) improving the quality of banking services by improving the culture of support and customer service, optimizing business processes and interaction models, introducing internal quality assessment systems.
At the same time, the main criterion for evaluating the quality of banking services may be the availability of services (the ability to obtain the necessary set of services at minimal cost and time at a convenient time and place).
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Cloud RBS is usually presented as a kind of rental of banking services with a limited set of functions for the initial period. But the standard configuration of such a solution can be supplemented in full accordance with the wishes of the client in as soon as possible, and profitability may be higher than when developing and implementing your own project. Natalya Borisova, Head of Channel Solutions at OpenWay, discusses how a bank should be guided when choosing a remote banking system.
What is RBS in the Cloud?Cloud RBS is a system external to the bank for providing remote services to its customers. Any retail bank, by connecting to a cloud service, provides its customers with the opportunity to receive financial services remotely. All the end user needs is a login and password to access the service, as well as a device to access the Internet.
How can a bank make a choice between implementing the RBS system within the bank and using an external service? Important parameters for the analysis will be: the bank's goals for the medium and long term, the economics of implementing and maintaining the remote banking system, the availability and opportunities for the formation and development of the necessary competencies on the side of the bank, as well as many other aspects.
Do cloud services provide a solution to the current problems of banks?
In our opinion, it would be correct to look at this topic from several angles.
For banks that are considering different options for providing remote services to their customers - both small and large - the cost of connecting to an external service, as well as the level of risks that the bank bears in this case, is much lower. In addition, connecting to an external service provides banks with easy entry and exit, which is important in a dynamic market environment. Additionally, it is worth paying the attention of banks to the requirements of the legislation, which often unambiguously regulate certain aspects of interaction with cloud services.
Another niche has also formed - banks and processing centers that provide remote banking cloud services for other banks. OpenWay has a long history of developing and implementing such cloud solutions. Azerbaijan's leading processing company AzeriCard, a client of our company, has been providing banks with the opportunity to implement interaction with clients - end users of banking services based on our solution for several years.
In 2017, Uralsib Bank, also a client of our company, launched a cloud-based remote banking solution for partner banks. The main focus was placed on payment and card services, that is, on the part of the functionality that the bank provides for its partner banks based on its own processing. As a result, to connect to the cloud solution, the partner bank does not require any actions other than organizational ones. Uralsib is working on a truly competitive product - in the cloud solution, the entire list of service providers is available for payment as in the RBS of the bank itself, and in this direction it is one of the market leaders. Before launch, the system underwent a full security audit with the involvement of an expert company. The first participant has already connected to the system - the Kremlin bank.
It is important to note that not every financial institution is able to implement the provision of cloud remote banking services to other banks. The specifics of the implementation and technical support of such a system requires certain investments. Including the presence of a team of highly qualified experts who ensure the development and maintenance of the solution both at the technical and business levels, the fulfillment of certification obligations and many other activities that are outside the core competencies of banks that only connect to cloud RBS.
Buy or make your own? Implementation options for cloud RBS projects
The growth in the number of banks developing their own remote banking system reflects the trend of digital transformation of the banking sector. This is a very positive moment, including for OpenWay, as a provider of remote banking systems, no matter how contradictory it may sound. Truly digital banks are setting the industry standard by providing a significant improvement in the customer experience - for example, chatting between the bank and the client, instant payments, transfers by phone number, receiving a banking product without leaving home, and many other services that have already become habitual. This, in turn, motivates most of the representatives of the banking sector to be at the appropriate level for the industry.
Digital banks, of course, must work at a high speed in designing business processes, implementing new services and products, launching solutions for the end user, and continuously improving the usability of the system. Such banks need a special approach in terms of organizing the process of developing and implementing the functionality of remote banking systems. In this case, it is advisable to consider your own development of a remote banking system, or jointly with a supplier of industrial software. We support the practice of joint software development with banks. Our company is maximally focused on the interests of its clients and provides support for various formats of interaction.
In banks with basic requirements for the RBS system, we see a demand for cloud solutions, and this, of course, is justified, since such banks do not have a request to implement a specific interface or products and services that differ significantly from those accepted on the market. Traditionally, cloud-based RBS systems are ready to quickly provide a partner bank with a wide range of ready-made functionality of a classic Internet bank.
When the best is not the enemy of the good: personalized options for expanding the basic configurations
To date, an attractive alternative to connecting to cloud RBS for banks with basic system requirements, in our opinion, are boxed solutions offered by industrial software vendors.
This year we are offering our clients a new product - a boxed solution that provides the bank with the opportunity to implement a project to launch a remote banking system in 1.5-2 months in a configuration that is optimally matched to the customer's business requirements. The price-quality ratio of such a product, according to the first reaction of our customers, exceeded their expectations. We predict high demand for this solution.
Advice from an outsider: how a vendor can help in the implementation of their own cloud RBS projects
As a software provider for both banks and cloud companies in various regions of the world, we can advise you to first focus on the needs of current and prospective customers. Understanding the client profile, tasks and expectations from the service will largely allow you to do right choice. Our current projects in Southeast Asia show how the needs of end users differ in different locations, how the perception of interface design and usage patterns differ. In our opinion, the satisfaction of the end user is the most important task of any business. At least, we try to build our work on this principle.
The main goal of each bank is to maximize profits. To achieve an optimal result, it is necessary to attract and interest as many customers as possible. In turn, the client among the whole set of banks chooses the most comfortable option. One of the important selection criteria is modern approach. Remote servicing is included in the list of services provided by 80% of Russian banks. In this article, we will consider what the remote banking system is and what is the direction of its development.
The concept of RBS
Banking remote service is a technology developed specifically for remote work with a bank. RBS assumes a complex in the bank without personal presence.
The RBS system has long been used in Europe and the USA. Such a system was integrated into Russia quite recently. However, stable development of the RBS system is observed every year. Every year more and more customers actively use virtual banking.
The essence of remote banking is that a large number of banking operations - paying bills, receiving statements, processing applications, registering payment documents, etc. - can be carried out in absentia without personal presence.
Banking remote service includes:
"Bank-client" system.
Internet client system.
"Telephone-client" system.
ATM-banking service and use of banking service devices.
"Bank-Client" or "Thick Client" system
The principle of operation of the system is based on the remote access of the client through a computer program. For this type of work, you need to contact the bank for technological guidance and installation of the program. The remote banking system also has a second name - "Fat Client". It integrated from abroad (remote banking, home banking). A specialized program stores the client's personal data and the history of transactions with the bank. Through an individual communication channel, the client program is connected to the banking one. For continuous operation, the client needs constant communication via a modem or fixed Internet.
The largest number of users of the "Bank-client" system is observed among legal entities. The convenience of work lies in the fact that obtaining information, displaying the current state of the account and performing many operations is carried out remotely.
A well-established system of mutual cooperation called "Client-bank" is used by many large enterprises. banking program provides for the creation of payment documents, as well as full tracking of all movements of funds in the accounts.
"Internet client" or "Thin client" system
At present, more than 50% of the country's population uses Internet-based remote banking services. Most Russian banks already use this system. Almost every bank has its own website where you can get all the information you need.
The "Internet Client" or "Thin Client" system does not require the installation of additional software. To work in the system, it is enough to have access to the Internet. V personal account each client has the opportunity to view the data on his account, receive statements, pay for services, as well as fill out applications for certain banking services.
For convenience, mobile versions have been created, with the help of which the user can carry out the same operations from a smartphone.
Phone-client system
The simplest type of banking remote service is the provision and processing of information over the phone. "Telephone-client" includes phone-banking and SMS-banking.
Banking service involves the presence of a call center where you can contact a bank representative.
The scheme for processing and transmitting information has several options:
the client communicates with the operator;
the client receives information via SMS banking;
The list of services provided to the client is limited: by phone you can only get the information you are interested in and enter several types of applications. However, further operations for cashing out or transferring funds require identification and personal presence.
ATM-banking service and use of banking service devices
One of the most developed RBS networks in Russia is ATM-banking and the use of banking service devices - these include a network of terminals and ATMs. The level of the most common and recognizable institution in terms of the number of branches and ATMs is occupied by Sberbank, where remote banking services are considered one of the most developed.
RBS development in Russia
In the RBS countries it is several steps higher than in Russia. At the moment, the development of remote banking services is in a somewhat frozen state. The problem is that neither the banking system nor the population is ready for such significant changes. For a somewhat unstable financial situation, excessive cash investments will be unreasonable. A large number of settlements do not have normal access to the Internet, not to mention the level of computer use of the older generation.
In the near future, we will be able to see such innovations as video communication with a bank employee or a complete transition to Internet banking only in Moscow or large regional centers. At the moment, the use of remote banking systems in Russia is aimed at improving the security system and achieving a higher level of service.
Disadvantages of RBS
As in other states, Russian remote banking has one major drawback: it is a security system. Account hacking and theft of funds from the personal account of any user is considered too easy money for an experienced programmer. Despite the fact that banks are constantly improving their system, there are still scammers who can crack any security system.
The bottom line is that the bank invests enough to protect its data from intruders, but at the same time, customer funds are under attack. This is due to the fact that a minimum of funds is invested in the client's channel protection system, because these costs are borne by the client.
Remote banking service (RBS)- a general term for technologies for providing banking services based on orders transmitted by the client remotely (that is, without his visit to the bank), most often using computer and telephone networks. To describe remote banking technologies, various terms that in some cases overlap in meaning are used: Client-Bank, Bank-Client, Internet Bank, Remote Banking System, Electronic Banking, Internet Banking, on-line banking, remote banking, direct banking, home banking, internet banking, PC banking, phone banking, mobile banking, WAP banking, SMS banking, GSM banking, TV banking.
Types of remote banking services (RBS)
RBS technologies can be classified according to the types of information systems (software and hardware) used for banking operations:
1. Client-Bank systems (PC-banking, remote banking, direct banking, home banking)
Systems accessed through a personal computer. At the same time, the Bank provides the client with technical and methodological support during the installation of the system, initial training of the client's personnel, software updates and support of the client in the process of further work. Client-Bank systems provide full-fledged settlement and depository services and maintenance of ruble and foreign currency accounts from a remote workplace. Client-Bank systems allow you to create and send payment documents of any type to the bank, as well as receive account statements from the bank (information about movements on the account). For security purposes, the Client-Bank systems use various encryption systems. The use of "Client-Bank" systems for servicing legal entities is still one of the most popular RBS technologies in Russia. Client-Bank systems are fundamentally divided into 2 types (thick client and thin client):
1.1 Bank-Client (thick client)
The classic type of the Bank-Client system. A separate client program is installed on the user's workstation. The client program stores all its data on the computer, as a rule, these are payment documents and account statements. The client program can connect to the bank via various communication channels. The most common way to connect to the bank is to use a Dial-UP connection via a modem or a direct connection to the Internet.
1.2 Internet Client (thin client) (On-line banking, Internet banking, WEB-banking)
The user logs in through an Internet browser. The Internet-Client system is placed on the bank's website. All user data (payment documents and account statements) are stored on the bank's website. Using the Internet Client technology, systems for mobile devices are also built - PDA, smartphones (Mobile banking (mobile-banking). Based on the Internet Client, information services with a limited set of functions (On-Line Statement) can be provided.
2. Phone-Bank systems (Telephone banking (phone-banking), telebanking, Phone-Client, SMS-banking)
As a rule, Phone-Bank systems have a limited set of functions compared to Client-Bank systems:
- information about account balances;
- information on the amount of receipts in favor of the client;
- entering applications for the provision of a facsimile copy of the account statement;
- entering applications for making payments, ordering cash;
- entering applications for the transfer of a facsimile copy of a payment order;
- entering an application for the execution of an instruction prepared according to the template for the transfer of funds;
The transfer of information from the client to the bank can be made different ways depending on the implementation of the system:
- Communication of the client with the operator of telephone service (Call Center).
- Using a push-button telephone (Touch Tone Telephone) and a voice menu (computerized telephone communications (IVR (Interactive Voice Response) technologies), Speech to Text, Text to Speech).
- By sending SMS messages (SMS-banking)
3. Service using ATMs (ATM-banking) and self-service banking devices
RBS technologies using self-service banking devices are among the most popular in the world and in Russia. There are several types of RBS according to the type of devices used:
- RBS using ATMs (ATM-banking) - based on software installed on bank ATMs. See also Bank card
- RBS using payment terminals;
- RBS using information kiosks.
financial regulation
RBS services are regulated by the following provisions of the Central Bank of Russia:
- Regulation No. 205-P dated 05.12.2002 “On the Rules for Maintaining Accounting in Credit Institutions Located on the Territory of the Russian Federation”
- Regulation of 03.10. 2002 No. 2-P “On non-cash payments in the Russian Federation”.
- Regulations No. 199-P dated 09.10.2002 “On the procedure for conducting cash transactions in credit institutions in the Russian Federation” (clause 2.8 “Organization of work with cash when using ATMs, electronic cashiers, automatic safes and other software and hardware complexes” );
- Regulations No. 36-P dated June 23, 1998 “On Interregional Electronic Settlements Through the Settlement Network of the Bank of Russia”;
- Regulations No. 20-P, dated March 12, 1998, “On the Rules for the Exchange of Electronic Documents between the Bank of Russia, Credit Institutions (Branches) and Other Bank of Russia Clients When Making Settlements Through the Settlement Network of the Bank of Russia”.
- Temporary Regulation No. 17-P dated February 10, 1998 “On the Procedure for Accepting for Execution Orders of Account Holders Signed by Analogues of a Handwritten Signature When Conducting Cashless Settlements by Credit Institutions”
In addition, the following requirements must be taken into account:
- Federal Law No. 1-FZ of January 10, 2002 “On Electronic Digital Signature”;
- Standard of the Bank of Russia STO BR IBBS-1.0-2006 "Ensuring information security of organizations of the banking system of the Russian Federation;
- Bank of Russia Letter No. 16-T dated April 3, 2004 “On Recommendations on the Information Content and Organization of Credit Institutions’ Web Sites on the Internet”
- Bank of Russia Letter No. 197-T dated 07.12.2007 “On Risks in Remote Banking Services”
- Letters of the Bank of Russia No. 36-T dated 31.03.2008 “On recommendations for organizing the management of risks arising when credit institutions carry out operations using Internet banking systems”
- Letters of the Bank of Russia No. 11-T dated January 30, 2009 “On recommendations for credit institutions on additional information security measures when using Internet banking systems”
RBS services are governed by the following provisions National Bank Ukraine:
- Instruction No. 22 of January 21, 2004 on non-cash payments in Ukraine in the national currency, Chapter 11.
Remote banking
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Remote banking service (RBS)- a general term for technologies for providing banking services based on orders transmitted by the client remotely (that is, without his visit to the bank), most often using computer and telephone networks. To describe remote banking technologies, various terms that in some cases overlap in meaning are used: Client-Bank, Bank-Client, Internet Bank, Remote Banking System, Electronic Banking, Internet Banking, on-line banking, remote banking, direct banking, home banking, internet banking, PC banking, phone banking, mobile banking, WAP banking, SMS banking, GSM banking, TV banking.
Types of remote banking services (RBS)
RBS technologies can be classified according to the types of information systems (software and hardware) used for banking operations:
Client-Bank systems (PC-banking, remote banking, direct banking, home banking)
Systems accessed through a personal computer. At the same time, the Bank provides the client with technical and methodological support during the installation of the system, initial training of the client's personnel, software updates and support of the client in the process of further work. Client-Bank systems provide full-fledged settlement and depository services and maintenance of ruble and foreign currency accounts from a remote workplace. Client-Bank systems allow you to create and send payment documents of any type to the bank, as well as receive account statements from the bank (information about movements on the account). For security purposes, the Client-Bank systems use various encryption systems. The use of "Client-Bank" systems for servicing legal entities is still one of the most popular RBS technologies in Russia. Client-Bank systems are fundamentally divided into 2 types (thick client and thin client):
Bank-Client (fat client)
The classic type of the Bank-Client system. A separate client program is installed on the user's workstation. The client program stores all its data on the computer, as a rule, these are payment documents and account statements. The client program can connect to the bank via various communication channels. Most often, a direct connection or via the Internet is used to connect to the bank.
Internet Client (thin client) (On-line banking, Internet banking (Internet banking), WEB-banking)
The user logs in through an Internet browser. The Internet Client system is hosted on the bank's web server. All user data (payment documents and account statements) are available on the bank's website. Based on the Internet Client technology, systems for mobile devices are also built (bank mobile website) - PDA, smartphones (Mobile banking (mobile-banking). Based on the Internet Client, information services with a limited set of functions can be provided.
Remote banking via the Internet has a number of both advantages and disadvantages. Thus, the advantages for organizations providing such services include the low cost of operating an Internet system (all updates are carried out only on a web server, not replicated by customers); the ability to integrate with the client's accounting systems; availability of Internet services for the end user; maintaining the loyalty of customers who actively use these services.
The disadvantages include, first of all, the weak security of the Internet from unauthorized access. Despite the desire of Internet solution developers to create and improve the system for protecting transmitted messages, numerous potential dangers continue to appear. Reasons: shortcomings of operating systems, communication programs and browsers, human factor. Maintaining the level of protection at an appropriate level requires significant material costs, which can be afforded mainly by large banks, counting on significant income from the provision of such services.
Phone-Bank systems (Telephone banking (phone-banking), telebanking, Phone-Client, SMS-banking)
As a rule, Phone-Bank systems have a limited set of functions compared to Client-Bank systems:
- information about account balances;
- information on the amount of receipts in favor of the client;
- entering applications for the provision of a facsimile copy of the account statement;
- entering applications for making payments, ordering cash;
- entering applications for the transfer of a facsimile copy of a payment order;
- entering an application for the execution of an instruction prepared according to the template for the transfer of funds;
The transfer of information from the client to the bank can be done in various ways, depending on the implementation of the system:
- Communication of the client with the operator of telephone service (Call Center).
- Using a push-button telephone (Touch Tone Telephone) and a voice menu (computerized telephone communications (IVR (Interactive Voice Response) technologies), Speech to Text, Text to Speech).
- By sending SMS messages (SMS-banking)
All these functions become available only after the personal identification of the client by the bank based on the personal identification system. To date, the most advanced and secure system is based on biometric identification cards.
Service using ATMs (ATM-banking) and self-service banking devices
RBS technologies using self-service banking devices are among the most popular in the world and in Russia. There are several types of RBS according to the type of devices used:
- RBS using ATMs (ATM-banking) - based on software installed on bank ATMs. See also Bank card
- RBS using payment terminals;
- RBS using information kiosks.
financial regulation
RBS services are regulated by the following provisions of the Central Bank of Russia:
- Regulation No. 302-P dated March 26, 2007 “On the Rules for Maintaining Accounting Records in Credit Institutions Located in the Territory of the Russian Federation”
- Regulation No. 2-P dated 03.10.2002 “On non-cash payments in the Russian Federation”.
- Regulations No. 318-P dated April 24, 2008 “On the procedure for conducting cash transactions in credit institutions in the Russian Federation” (clause 2.8 “Organization of work with cash when using ATMs, electronic cashiers, automatic safes and other software and hardware complexes” );
- Regulations No. 36-P dated June 23, 1998 “On Interregional Electronic Settlements Through the Settlement Network of the Bank of Russia”;
- Regulations No. 20-P, dated March 12, 1998, “On the Rules for the Exchange of Electronic Documents between the Bank of Russia, Credit Institutions (Branches) and Other Bank of Russia Clients When Making Settlements Through the Settlement Network of the Bank of Russia”.
- Temporary Regulation No. 17-P dated February 10, 1998 “On the Procedure for Accepting for Execution Orders of Account Holders Signed by Analogues of a Handwritten Signature When Conducting Cashless Settlements by Credit Institutions”
In addition, the following requirements must be taken into account:
- Federal Law No. 63-FZ of April 6, 2011 “On Electronic Signature”;
- Standard of the Bank of Russia STO BR IBBS-1.0-2006 "Ensuring information security of organizations of the banking system of the Russian Federation;
- Bank of Russia Letter No. 16-T dated April 3, 2004 “On Recommendations on the Information Content and Organization of Credit Institutions' Websites on the Internet” (instead of it No. 128-T dated October 23, 2009);
- Bank of Russia Letter No. 115-T, dated August 30, 2006, “On the Implementation of the Federal Law “On Combating the Legalization (Laundering) of Proceeds from Crime and the Financing of Terrorism with regard to the Identification of Clients Serviced Using Remote Banking Technologies (including Internet Banking)” »;
- Bank of Russia Letter No. 60-T, dated April 27, 2007, “On the Peculiarities of Servicing Clients by Credit Institutions Using the Technology of Remote Access to a Client’s Bank Account (Including Internet Banking)”;
- Bank of Russia Letter No. 197-T dated 07.12.2007 “On Risks in Remote Banking Services”;
- Bank of Russia Letter No. 36-T, dated March 31, 2008, “On Recommendations for Organizing the Management of Risks Arising from Credit Institutions Conducting Transactions Using Internet Banking Systems”;
- Letters of the Bank of Russia No. 11-T dated January 30, 2009 “On recommendations for credit institutions on additional information security measures when using Internet banking systems”
- Bank of Russia Letter No. 141-T, dated October 26, 2010, “On Recommendations on the Approaches of Credit Institutions to the Selection of Providers and Interaction with Them when Providing Remote Banking Services”
RBS services are regulated by the following provisions of the National Bank of Ukraine:
- Instruction No. 22 of January 21, 2004 on non-cash payments in Ukraine in the national currency, Chapter 11.